Full-Time

Sr. Service Experience Consultant

Confirmed live in the last 24 hours

Visa

Visa

10,001+ employees

Global digital payment network provider

Fintech
Financial Services

Senior, Expert

Miami, FL, USA

Hybrid position requiring 2-3 days in-office per week.

Category
Management Consulting
Consulting
Required Skills
Visio
Word/Pages/Docs
Tableau
Data Analysis
Excel/Numbers/Sheets
PowerPoint/Keynote/Slides
Requirements
  • 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
  • Hands on experience with non-card payments networks, or B2B payments
  • Previous experience with implementations, client consulting, and client support
  • Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centers
  • Proven track record of leading and driving teams to achieve and exceed established goals and objectives
  • Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline
  • Demonstrated experience learning and working with complex, integrated platforms
  • Ability to comprehend and articulate complex technical concepts or processes into layman’s terms
  • Self-starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team
  • Experience managing data migration or integration projects
  • Experience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS
  • Knowledge in application programing interfaces (APIs) gateways
  • Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment
  • Track record of building and maintaining strong business relationships with internal and external stakeholders
  • Strong understanding of Information Technology, Security, Compliance, and Service Management concepts
  • Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions
  • Experience building metrics and KPIs that measure operational performance
  • Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation
  • Strong oral and written communications
  • Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)
  • Experience with data analysis and tools such as Tableau
  • Demonstrated Influencing and negotiation skills
Responsibilities
  • Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases
  • Liaise with Product and Technology teams to identify support and implementation requirements for B2B Connect
  • As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality
  • Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilities
  • Provide consulting and technical expertise to structure an effective implementation approach
  • Perform impact assessments to ensure overall effectiveness of the support organization
  • Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
  • Oversees programs and action plans, aligning efforts of the Client Service Delivery organization with other key Visa stakeholders
  • Manages a suite of projects to deploy and enhance the support model, support capabilities, and client service
  • Provide consulting related to service delivery and support of clients/markets to internal stakeholder. Brings the Voice of the Client to cross-functional teams. Influences prioritization and product roadmap
  • Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live. Facilitates release management from a client point of view
  • Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
  • Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
  • Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs
  • Develops and manages a set of KPIs/metrics to track performance of the Client Service Delivery function
  • Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.
Desired Qualifications
  • 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
  • Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline. Six Sigma and/or PMP certification preferred

Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.

Company Stage

N/A

Total Funding

$55.8M

Headquarters

San Francisco, California

Founded

1958

Simplify Jobs

Simplify's Take

What believers are saying

  • Visa's partnership with fintechs enhances cross-border payment solutions.
  • Adoption of blockchain technology could revolutionize digital payments.
  • AI-driven fraud detection systems are reducing fraudulent activities.

What critics are saying

  • CBDCs could reduce reliance on Visa's payment network.
  • 'Buy Now, Pay Later' services may decrease traditional credit card transactions.
  • Fintech startups offering zero-fee transactions could pressure Visa's revenue model.

What makes Visa unique

  • Visa operates a global digital payment network connecting millions daily.
  • The company focuses on financial inclusivity and sustainability in its operations.
  • Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).

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Benefits

Health Insurance.

Life Insurance.

Dental Insurance.

Disability Insurance.

Accidental Death & Dismemberment Insurance.